Expanding Access to Financial Services

Transparency and Efficiency of Information Disclosure Processes

The Bank is committed to social responsibility and actively works to ensure access to financial services and to raise awareness about its offerings, especially among low-income customers, youth, women, rural residents, etc.

In 2024, the Bank demonstrated a high level of transparency and efficiency in its disclosure processes. Throughout the year, 96 press releases were prepared and published in the state and Russian languages. These covered a broad range of topics, from the benefits of the housing construction savings system and the accrual of state bonuses to the launch of new programs such as Otau, Nauryz, and Asyl Meken designed for rural residents, as well as education savings through the AQYL deposit and the National Fund for Children program.

These materials became an important tool for public engagement and increasing awareness of the Bank’s programs and services. They helped citizens understand how to take advantage of new opportunities, what documents were required to participate in the programs, how to quickly open an account, choose the right program, and meet application deadlines. As a result, thousands of families learned how to effectively save for housing or education, how to access National Fund resources, and what preferential programs were available specifically for them.

Based on these press releases, 912 unpaid publications appeared in the media. The total number of media mentions of the Bank exceeded 9,549, which helped build public trust and raise awareness of available support measures.

The Bank pursues a policy of information openness, educational outreach, and targeted communication with the public, and is open to customer feedback.

It actively disseminates information about new products and programs via media outlets, online platforms, and social networks, making information widely accessible. It initiates publications, interviews, and expert articles that explain the principles of the housing construction savings system, mortgage lending, and financial planning. All informational materials are tailored for different target audiences – youth, families, and socially vulnerable groups – helping the Bank effectively communicate its services and opportunities.

For customer feedback, the Bank maintains a contact center, the Chair of the Management Board runs a blog on the Bank’s website, and regular in-person consultations with citizens are held.